Determinants of negative word-of-mouth communication using social networking sites

At present, as customers often turn to social media platforms to share their service experience, this study aims to examine the determinants of their negative word-of-mouth communication using social networking sites following a service failure. Although many studies have examined the electronic word-of-mouth communication, studies on negative word-of-mouth communication using social media platforms remain sparse. Building on the cognitive dissonance theory and social support theory, this study proposes and empirically examines the role of contextual, individual and social networking factors in determining the customers’ intentions to engage in negative word-of-mouth communication using social networking sites. Self-reported retrospective survey was used to obtain responses from 206 online shoppers. The results of the structural equation modelling showed that feeling of injustice, firm attribution, firm image, face concern, reappraisal, use intensity and tie strength are key antecedents of negative word-of-mouth communication. The findings provide valuable insights for managers in developing effective Webcare interventions for negative word-of-mouth communication on social networking sites.     

The effects of social media based brand communities on brand community markers,value creation practices,brand trust and brand loyalty

Social media based brand communities are communities initiated on the platform of social media. In this article, we explore whether brand communities based on social media (a special type of online brand communities) have positive effects on the main community elements and value creation practices in the communities as well as on brand trust and brand loyalty. A survey based empirical study with 441 respondents was conducted. The results of structural equation modeling show that brand communities established on social media have positive effects on community markers (i.e., shared consciousness, shared rituals and traditions, and obligations to society), which have positive effects on value creation practices (i.e., social networking, community engagement, impressions management, and brand use). Such communities could enhance brand loyalty through brand use and impression management practices. We show that brand trust has a full mediating role in converting value creation practices into brand loyalty. Implications for practice and future research opportunities are discussed.     

Brand interactions and social media: Enhancing user loyalty through social networking sites

This paper aims to investigate how user loyalty can be achieved and maintained through social networking sites. More specifically, we intend to test the relationships between brands, user loyalty and social media. The research thus provides insights into user-brand relationships through social media and argues how loyal customers can be through social networking websites. Although there are considerable numbers of studies about loyalty; there exists very limited work studying user loyalty through social networking websites. This research presents clearly the reasons for engaging with brands online and examines user behaviors and loyalty. Research provided strong evidence that majority of the social network users follow brand fan pages via social media, even though they have different reasons to do so. The study also measures users’ behavioral and attitudinal loyalty behaviors. Their level of trust to the information they obtained about brands through social media is also established. The hypotheses tested show that brands and customer satisfaction are both positively related to users’ behavioral loyalty.     

The relationship between socializing on the Spanish online networking site Tuenti and teenagers’ subjective wellbeing: The roles of self-esteem and loneliness

This study addresses the influences of Spanish teenagers’ usage intensity of the Spanish online social networking site Tuenti on their psychological wellbeing. Tuenti is the social networking site that is most preferred and used by Spanish adolescents. Hypothesized relationships are analyzed by structural equation analysis in a sample of 344 Spanish adolescents aged 12–17 with an online Tuenti profile. Teenagers’ usage intensity of Tuenti was positively related to the degree of socializing on the social networking site. Furthermore, socializing on Tuenti had a significantly positive influence on teenagers’ perception of wellbeing. This relationship was not direct, however, but mediated by the intervening variables of self-esteem and loneliness. Results confirmed that Tuenti has become a suitable platform for the development, consolidation and growth of Spanish teenagers’ social relations. Contrary to some previous research pointing to a detrimental effect of SNS use on mental health and psychological wellbeing, the findings of this study are in line with those of a number of authors who suggest that SNS use may on the whole be positive for users, including most teenagers.     

Higher education scholars' participation and practices on Twitter

Scholars participate in online social networks for professional purposes. In such networks, learning takes the form of participation and identity formation through engagement in and contribution to networked practices. While current literature describes the possible benefits of online participation, empirical research on scholars' use of online social networks in the educational technology literature is negligible. The purpose of this paper is to understand scholars' naturalistic practices in social networks in general, and on Twitter in particular. Tweets from 45 scholars were analysed qualitatively to arrive at dominant themes describing online social network practice. Findings indicate that scholars participating on Twitter (1) shared information, resources, and media relating to their professional practice; (2) shared information about their classroom and their students; (3) requested assistance from and offered suggestions to others; (4) engaged in social commentary; (5) engaged in digital identity and impression management; (6) sought to network and make connections with others; and (7) highlighted their participation in online networks other than Twitter. These findings assist the field in understanding the emerging practice of scholarly participation in online networks.     

The role of self-construal in consumers’ electronic word of mouth (eWOM) in social networking sites: A social cognitive approach

The current study reconceptualized self-construal as a social cognitive indicator of self-observation that individuals employ for developing and maintaining social relationship with others. From the social cognitive perspective, this study investigated how consumers’ self-construal can affect consumers’ electronic word of mouth (eWOM) behavior through two cognitive factors (online community engagement self-efficacy and social outcome expectations) in the context of a social networking site. This study conducted an online experiment that directed 160 participants to visit a newly created online community. The results demonstrated that consumers’ relational view became salient when the consumers’ self-construal was primed to be interdependent rather than independent. Further, the results showed that such interdependent self-construal positively influenced consumers’ eWOM behavioral intentions through their community engagement self-efficacy and their social outcome expectations.     

Integrating functional,social, and psychological determinants to explain online social networking usage

People involved in business are increasingly aware of the online social phenomenon and its potential as a marketing tool. Building upon the marketing, social psychology, and information system literature, this study empirically examines a set of functional determinants derived from the technology acceptance model and socio-psychological determinants drawn from the theory of reasoned action and social cognitive theory that may be responsible for the motivations of participants in online social networks. We propose a model by integrating functional, social, and psychological factors in predicting attitude and online social network usage. The survey outcomes from a cross-sectional study among 387 Facebook users in Malaysia support the hypothesised model. This study contributes by extending the cognitive learning theories in predicting online social networking usage. Particularly, this research presents a different perspective on online social networking by exploring the mediating effect of attitude and the moderating role of individual characteristics. This study demonstrates that desirable changes in the perception of functional benefits, self-efficacy, and need for cognition as well as perceptions of social pressure from significant others might lead to corresponding changes in attitude towards online social networking. Results of the study support the model efficacy and predictive ability of the proposed integrative model which may serve as a theoretical foundation for future researchers interested in examining other virtual community engagements such as blogging, online advertising, and online public relations activities.     

Does the use of social networking sites increase children’s risk of harm?

Although research findings have been equivocal as to whether the use of social networking sites (SNSs) increases experiences of online risk among children, the affordances of SNS lend support to this possibility, attracting much policy and public concern. The present article examines whether the use of such services increases the risks that children and young people encounter by analyzing data from a random stratified sample of approximately 1000 internet-using children aged 9–16 years in each of 25 European countries. Four hypotheses were formulated and tested. The first hypothesis, namely that children who use social networking sites will encounter more risks online than those who do not, is supported by the data. The second hypothesis stated that SNS users with more digital competence will encounter more online risk than those with less competence; this was also supported, despite being counter to common assumptions. Thirdly, we hypothesized that SNS users with more risky SNS practices (e.g. a public profile, displaying identifying information, with a very large number of contacts) will encounter more online risk than those with fewer risky practices: this too was supported by the data; thus what matters for risk is how SNS are used, a useful point for awareness-raising initiatives. The fourth hypothesis stated that SNS users with more digital competence in using the internet will experience less harm associated with online risk. The data did not support this hypothesis, since digital competence did not reduce the probability of children saying that they have been bothered or upset by something on the internet. Finally, the study found that, although this had not been predicted, whether or not risks are experienced as harmful depends on the specific relation between risks and platforms (website, instant messaging, gaming or social networking). We call on future research to explore how particular affordances sustain particular communicative conditions and, in turn, are responded to differently by children. The research and policy implications of the findings are discussed.     

Self-efficacy as the moderator: Exploring driving factors of perceived social support for mainland Chinese students in Taiwan

More and more mainland Chinese college students study in Taiwan. Social support is one of the main factors helping them study and live happily in Taiwan. This study aims to investigate the relationships among self-efficacy, social identity, and perceived social support through online social networks in helping mainland Chinese college students improve their adaption ability of diversified campuses in Taiwan. We assume social identity affects positively perceived social support, and self-efficacy served as a moderator of the relationships between social identify and social support. A convenience sample of 366 mainland Chinese students from five universities in Taiwan was conducted to validate the hypotheses. The results revealed that affective and cognitive identification were significantly and positively related to perceived emotional, tangible and informational support. The moderator, self-efficacy, was shown to moderate the three relationships from affective identification to emotional, tangible and informational support. Also, it moderated the relationships from cognitive identification to tangible support, but not the relationships from cognitive identification to emotional and informational support. The suggestions for Taiwanese host universities to lighten the stress of study adaptation of mainland Chinese college students are provided.     

A tool for help or harm? How associations between social networking use,social support,and mental health differ for sexual minority and heterosexual youth

Although use of social networking sites has been linked to both positive and negative changes in young people's mental health, it is likely that these contributions may vary based on users' motivations and social status. For sexual minority youth, for example, the sites could provide means for social support and connections with like-minded others. Accordingly, our study sought to examine the relations between sexual minority youth's social networking site use and their social support, sexual identity strength, and mental health. We conducted an online survey, sampling 146 sexual minority youth respondents (M = 21 years; SD = 2.87 years) and 477 heterosexual youth respondents (M = 20 years; SD = 2.76 years). Results indicated that although both sexual minority and heterosexual youth use social networking sites at equal rates, sexual minority youth indicated that they use sites more for identity development and social communication. Moreover, using sites for general identity expression or exploration predicted negative mental health outcomes, whereas using sites specifically for sexual identity development predicted positive mental health outcomes. These results provide greater insight into how social networking sites may impact the mental health of marginalized groups, and provide a framework for understanding differences in social networking site use by sexuality.     

Constraint-based and dedication-based mechanisms for encouraging online self-disclosure: Is personalization the only thing that matters?

Consumer-generated self-disclosure is better than firm-generated advertising and sales reports in increasing contact opportunities and also more credible for firms to foster alignment with future market expectations. Previous research mostly assesses online self-disclosure from the rational approach of anticipated benefits and privacy risks without considering the “privacy paradox” phenomenon (users behave contrarily to privacy concern) in social networking sites (SNSs). We develop a theoretical model, grounded in constraint-based (lock-in) and dedication-based (trust-building) mechanisms and social identity theory, to predict online self-disclosure. We test the proposed theoretical model by surveying 395 consumers with participation experience in an online SNS. Different from the rational approach behind personalization, we advance knowledge on how to apply social identity, as well as constraint-based and dedication-based mechanisms, to motivate online self-disclosure induced by consumers. We provide theoretical and practical insights based on our research findings for managing the motivational mechanisms of online self-disclosure.     

Friend or not to friend: Coworker Facebook friend requests as an application of communication privacy management theory

Given that Facebook.com is a social networking tool used by a diverse audience, this study employs Communication Privacy Management (CPM) theory as a framework to investigate how working professionals respond to co-worker Facebook friend requests. Overall, 312 individuals with full-time jobs and Facebook accounts completed an online survey. Results confirmed that most working professionals accepted co-worker Facebook friend requests. However, request decisions varied in conjunction with organizational privacy orientation, current Facebook privacy management practices, and co-worker communication satisfaction. Results confirm that working professionals’ Facebook linkage choices with other co-workers are best understood when embedded within a framework which provides a more complete understanding of the functioning of their privacy rules. Future research examining working professionals’ social media privacy management practices when individual privacy norms contradict organizational privacy norms is discussed.     

Blogging privacy rule orientations,privacy management,and content deletion practices: The variability of online privacy management activity at different stages of social media use

The purpose of this study was to examine social media users’ blogging privacy rule orientations, privacy management regulation, and content deletion practices as distinct types of activity occurring at different stages of the blogging process (before, during, and after blogging) that may aid in understanding the functioning of blogging disclosure activity overall. The study was guided by a complementary application of both the uses and gratifications perspective and communication privacy management (CPM) theory. A central tenet of both theories suggests that people are variably active in their communication behavior. We identified five discrete blogger privacy rule orientations explaining different online choice-making practices: the self-centric, the utilitarian, the planner, the protector, and the unworried orientations toward blogging. We also identified six different motives for deleting previously-posted information: conflict management, protection of personal identity/safety, fear of retribution, employment security, impression management, emotional regulation, and relational cleansing. Path analysis revealed several direct and indirect paths among bloggers’ motives for deleting previously posted material and their level of disinhibition, blogging privacy rule orientations, amount of time blogging, and privacy management practices. As use of social media increases, exploring variations in privacy management regulation practices is critical.     

Delineating the dimensions of social support on social networking sites and their effects: A comparative model

Social networking sites (SNSs) allow users to connect with each other by overcoming geographical and temporal boundaries and thus empower people to search for social support from online. Social support has been considered a key social value that online users can obtain from SNSs. However, few studies have systematically investigated social support in such a context. Motivated to address this gap, we have developed an advanced and theoretical framework to delineate social support on SNSs by clearly revealing the dimensions of online social support on SNSs and examining their effects on users' commitment and SNS continuance. Further, we introduce gender as a key moderator and explain in theory how differently men and women perceive the importance of the dimensions in evaluating online social support over SNSs. Our research results indicate that the identified three dimensions (informational support, emotional support, and network management) are important components of the online social support on SNSs, which is positively associated with commitment and continuance. In addition, the weight of each dimension in the evaluation of online social support varies by gender. This study is among the very first to explore online social support in the context of SNS and its effects, and has rich theoretical and practical implications.     

Professional development to enhance teachers' practices in using information and communication technologies (ICTs) as cognitive tools: Lessons learned from a design-based research study

Technology integration in K-12 classrooms is usually overly teacher-centered and has insufficient impact on students' learning, especially in enhancing students' higher-order cognitive skills. The purpose of this project is to facilitate science teachers' use of information and communication technologies (ICTs) as cognitive tools to shift their practices from traditional teacher-centered methods to constructivist, student-centered ones. This paper describes the outcomes and lessons learned from an application of design-based research (DBR) in the implementation and refinement of a teacher professional development (PD) program that is a key component of the overall project. This DBR study involved 25 middle-school science teachers from 24 schools whose implementation of cognitive tools with their students in science classrooms and virtually through a social networking site were observed over four years. A mixed-methodology was utilized to examine the impact of the cognitive tools intervention on teachers' classroom practices and students' development of new literacy skills. Identifying reusable design principles related to technology integration was another focus of the DBR study. The results revealed teachers' positive changes in their classroom practices by gradually allowing students to take control over the use of technology, and positive impact on students' ICT skills and science learning. Design principles for future professional development programs aimed at preparing teachers to adopt a cognitive tools approach are described.     

Make new friends or keep the old: Gender and personality differences in social networking use

The present study examined the influence of gender and personality on individuals’ use of online social networking websites such as Facebook and MySpace. Participants were 238 undergraduate students who reported being members of Facebook, MySpace, or both. Based on prior research examining online behavior, we expected that gender and scores on the Big Five personality scale would moderate online social networking behavior. The results supported our predictions. Specifically, men reported using social networking sites for forming new relationships while women reported using them more for relationship maintenance. Furthermore, women low in agreeableness reported using instant messaging features of social networking sites more often than women high in agreeableness, whereas men low in openness reported playing more games on social networking sites compared to men high in openness. Overall, these results indicate the importance of examining individual differences in online behavior.     

Fraping,social norms and online representations of self

This paper reports on qualitative insights generated from 46 semi-structured interviews with adults ranging in age from 18 to 70. It focuses on an online social behaviour, ‘fraping’, which involves the unauthorised alteration of content on a person’s social networking site (SNS) profile by a third party. Our exploratory research elucidates what constitutes a frape, who is involved in it, and what the social norms surrounding the activity are. We provide insights into how frape contributes to online sociality and the co-construction of online identity, and identify opportunities for further work in understanding the interplay between online social identities, social groups and social norms.     

How media choice affects learner interactions in distance learning classes

In this research we explore aspects of learning, social interaction and community across online learning, also known as distance learning, in higher education. We measure the impact of online social networking (OSN) software versus traditional learning management system (LMS) software. Guided by a theoretical model for how individuals learn and interact within online communities, we measure student perceptions of learning, social interaction and course community before and after our interventions. Survey instruments measure perceived learning, social interaction and community, which we further explore using social network analysis (SNA). Survey results identified that students experienced higher levels of perceived social interaction and course community and, overall, had higher levels of satisfaction with OSN software than those using LMS software. Along this line, SNA results corroborated that OSN software yielded a higher number of interactions, providing a more engaging learning experience.     

The interpersonal privacy identity (IPI): development of a privacy as control model

The Internet and social computing technology have revolutionized our ability to gather information as well as enabled new modes of communication and forms of self-expression. As the popularity of social computing technologies has increased, our society has begun to witness modifications in socialization behaviors. Social psychology theory suggests that technological changes can influence an individual’s expectation of privacy, through adaptive behaviors resulting from use (Laufer and Wolfe in J Soc Issues 33(3): 22–42 (1977)). We adapt traditional privacy theory to explore the influence of developmental and environmental factors on the individual’s inner privacy identity, which is comprised of the individual’s belief in his or her right to control (1) personal information and (2) interactions with others, and is continuously shaped by privacy experiences. We then use the inner privacy identity to examine interpersonal behaviors in the online context. We find that individuals’ belief in their right to control their information impacts their information disclosure practices when consequences are implied and that their belief in their right to control the interaction impacts their online information sharing practices. We do not find support for a relationship between the interaction management component of the IPI and online interaction behavior, which considered in the presence of the relationship between interaction management and online information sharing, suggests that interaction behavior is more complicated in the online context. Insights from the model developed in this study can inform future studies of situational privacy behaviors.     

Strategic self-presentation online: A cross-cultural study

Contemporary social networking sites (SNSs) make idealized self-presentation and image maintenance difficult because users’ audiences are becoming more diverse and individual users must negotiate often unanticipated other-provided information in the form of text posts and digital images on their profile pages. This cross-cultural study examines how audience-related variables affect a range of strategic self-presentation and image management behaviors online. Results from samples of Singaporean and American SNS users (N = 411) show that while Americans update their profiles with text-based wall posts more frequently, Singaporeans share significantly more photos. Audience diversity is positively associated with active management of other-provided information, and females share more photos and actively manage unwanted photo tagging. Cultural identity and the tendency to ‘friend’ unknown others interact on managing other-provided wall posts; individualistic cultural identity exhibited positive relationships with these reactions for those less likely to friend unknown others but negative ones for those more likely to friend unknown others. Implications for the theoretical understanding of and practical suggestions about self-presentation online are discussed.